Two significant and contradictory forces influence the way today’s tax administrations operate: fiscal tightening resulting in declining budgets and rising taxpayer expectations. As citizens increasingly use digital technologies in their everyday lives, revenue bodies are putting in place digital service delivery strategies to move taxpayers to digital channels and self-serve. Despite setting service objectives to make taxpayers more digitally selfsufficient, revenue bodies continue to experience high demand for services in their traditional, more expensive channels, such as in-person and inbound call channels.